Trina Barnett
Pittsburgh,PA
Summary
Highly proficient Senior Customer Service Representative with demonstrated customer service orientation and interpersonal and communication skills to effectively handle multiple tasks in fast-paced environment. Quality-focused producer consistently meets team and department production targets by delivering strong output to achieve metrics. Mentors new hires and existing staff in call handling best practices to promote accurate and consistent call responses.
Overview
8
8
years of professional experience
Work History
Senior Customer Service Representative
Highmark Health
11.2015 - Current
- Enhanced customer satisfaction by promptly addressing and resolving complex inquiries and complaints.
- Streamlined customer service processes for increased efficiency and improved response times.
- Mentored junior team members, contributing to their professional development and overall team success.
- Collaborated with cross-functional teams to develop new strategies for enhancing customer experience.
- Reduced call wait times by implementing effective time management techniques within the team.
- Conducted regular training sessions for staff, ensuring consistent delivery of exceptional service quality.
- Implemented feedback systems to gather valuable insights from customers, driving continuous improvement initiatives.
- Utilized CRM tools effectively for efficient tracking and reporting of customer interactions and outcomes.
Education
Associate of Arts - Medical Billing
Median School of Allied And Health Careers
Pittsburgh, PA09.1996
Skills
- Escalation management
- Call Control
- Service Recommendations
- Coaching and Mentoring
- Inbound and Outbound Calling
- Telephone Etiquette
- Call Auditing
- Information Updates
- Complaint Resolution
Timeline
Senior Customer Service Representative
Highmark Health
11.2015 - Current
Associate of Arts - Medical Billing
Median School of Allied And Health Careers
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